SXSW 2017: PROMO: 439 Customer Experience Management Bootcamp

@WayneNH
#SXSW429
439:
Customer Experience
Bootcamp
Wayne Kurtzman
(c) 1996 - 2016
BeyondThe.Biz/Wayne Kurtzman.
Original content retained by 1

@WayneNH
#SXSW429
Of the original Fortune 500
are no longer in business.
(c) 1996 - 2016 BeyondThe.Biz/Wayne
Kurtzman. Original content retained by
original owner.
2Source: @Mark_J_Perry and AEI.org

@WayneNH
#SXSW429
What happened?
•Relevancy
•Technology / “Creative Disruption”
•The Voice of the Customer has returned!
original owner.
3

@WayneNH
#SXSW429
Relevancy
If you can’t stay relevant in your customers
lives, they will move on.
original owner.
4

@WayneNH
#SXSW429
The 1890s called:
They want their FUNNEL back
Kurtzman. Original content retained by 5
Prospecting
Qualifying Opportunities
Identifying needs
Value Prop
Proposal
Negotiation
Sale

@WayneNH
#SXSW429
Influence Loop
Based on the Altimeter Dynamic Customer Journey
original owner.
6
Formulation
Awareness
Consideration
PreCommerce
Evaluation
Commerce
Purchase
PostCommerce
Experience
Loyalty
Advocate

@WayneNH
#SXSW429
where people learn, act, react,
transact and affect transactions
in real time.
original owner.
7
The Internet is a place
And the customer experience starts
before prospects reach the company.
- Wayne Kurtzman
inspired By Jeff Jarvis

@WayneNH
#SXSW429
Bad Social Media (Examples)
Kurtzman. Original content retained by 8

@WayneNH
#SXSW429
Technology
is not disruptive.
John Hagel
Director and Co-Chairman
Deloitte
Center for the Edge
as
It is the economy
that makes it disruptive.

@WayneNH
#SXSW429
What is a Brand? “Today, a brand is the
product, team culture
and community voice.”
- Joanna Lord
original owner.
10
“Today, a brand is the product,
team culture, community voice
and experience the person has
with the brand.”
- Joanna Lord
and Wayne Kurtzman

@WayneNH
#SXSW429
We’ll answer
What can you really
do about it?
original owner.
11

@WayneNH
#SXSW429
“I've learned that people will forget
what you said, people will forget what
you did, but people will never forget
how you made them feel.”
- Maya Angelou
original owner.
12
will never forget
how you made them feel

@WayneNH
#SXSW429
“people will never forget how you
made them feel.”
original owner.
13
@BryanKramer
Customer Experience
is about the
Human Experience

@WayneNH
#SXSW429
This session will enable you to:
• Understand how we got here – and why it matters
• What the leading experts are saying to do now, and later
• Start to identify when and where prospects become aware
of you or your product(s)
• How they feel about you now
• Hands-on methods to quantify and report
• The different metrics across the enterprise
• Check internal processes
• Are they meeting the needs of customers/prospects
• Review popular free and paid tools to help
• Identify your opportunity to get this right, and quantify $
original owner.
14

@WayneNH
#SXSW429
About Wayne Kurtzman
original owner.
15

@WayneNH
#SXSW429
Coming This Spring
original owner.
16

@WayneNH
#SXSW429
439:
Customer Experience
Bootcamp
Wayne Kurtzman
(c) 1996 - 2016
BeyondThe.Biz/Wayne Kurtzman.
Original content retained by 17

SXSW 2017: PROMO: 439 Customer Experience Management Bootcamp

Recommended

Recommended

More Related Content

Similar to SXSW 2017: PROMO: 439 Customer Experience Management Bootcamp

Similar to SXSW 2017: PROMO: 439 Customer Experience Management Bootcamp (20)

More from Wayne Kurtzman

More from Wayne Kurtzman (7)

Recently uploaded

Recently uploaded (20)

SXSW 2017: PROMO: 439 Customer Experience Management Bootcamp

Editor's Notes